What is an ombud in higher education?
The role of each ombud will vary as it may depend on the individual institution, local legislation or national regulation. But common factors are that the ombud in higher education:
- Is a neutral person to whom students, staff, faculty and administrators can turn in an informal and confidential manner for help with complaints about their institution.
- Seeks to resolve problems in an informal manner, often through mediation. Some ombuds are also entitled to launch an investigation into the complaint, concluding with a formal recommendation, decision, or adjudication.
- Identifies structural problems within the higher education institution and makes recommendations to improve the existing situation or prevent similar problems arising in the future.
- Is positioned independently from the organisation’s management structure and has direct access to anyone.
- Does not act as an advocate for individuals or a specific group of students, but rather for fairness and improvement.
- Contributes to the quality assurance strand with the Bologna process.
- Ombuds in higher education have working relations with:
- Rectors/presidents
- Senates, councils, faculties, deans
- Admission offices
- International offices
- Student representatives
- Interest groups
Read much more in Rob Behrens‘ comparative study ‘Being an Ombudsman in Higher Education’.
Values and Principles
ENOHE board members agreed on the following broad statement of Values and Principles, following discussion initiated at the Athens conference in 2022:
- Accessibility – being approachable when needed, and recognizing the diverse needs of those who approach us
- Empathy and Respect – treating those who come to us with dignity and appropriate confidentially
- Fairness and Impartiality – free from bias and reaching evidence-based recommendations and equitable outcomes
- Independence – freedom to act without third-party interference
- Integrity – being honest and upholding moral principles
- Transparency and Consistency – treating all who come to us consistently and ensuring that both parties understand the process
- Improvement – assisting institutions in learning from casework, and fostering positive change